An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia
The social media landscape creates opportunities for businesses to gain insights into public opinions about the brand, products and services issues discussed online. This research focuses on analysing public opinion on Twitter (currently rebranding to ‘X’) using Nvivo software. A qualitative techniq...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Kebangsaan Malaysia
2023
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| Online Access: | http://journalarticle.ukm.my/23157/ http://journalarticle.ukm.my/23157/1/komunikasi_4.pdf |
| _version_ | 1848815775021793280 |
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| author | Nor Hasliza Md. Saad, Zulnaidi Yaacob, Lee, Pei Sin |
| author_facet | Nor Hasliza Md. Saad, Zulnaidi Yaacob, Lee, Pei Sin |
| author_sort | Nor Hasliza Md. Saad, |
| building | UKM Institutional Repository |
| collection | Online Access |
| description | The social media landscape creates opportunities for businesses to gain insights into public opinions about the brand, products and services issues discussed online. This research focuses on analysing public opinion on Twitter (currently rebranding to ‘X’) using Nvivo software. A qualitative technique was used to perform sentiment and content analyses on data gathered on 29 November 2021 concerning one of the top E-commerce business platforms in Malaysia, Shopee. In sentiment analysis, the cases of "Very Negative", "Moderately Negative", "Moderately Positive" and "Very Positive" were to be established. There are 3261 comments; 284 tweets have been coded as very negative, 122 as moderately negative, 412 as moderately positive, and 2443 as very positive. There are seven themes of the topic that emerged within the positive sentiment group: Customer satisfaction, customer service, delivery service, giveaway, promotion, seller satisfaction and socialising. Five themes for the negative sentiment group are identified: apps service, customer satisfaction, customer service, delivery service, and seller satisfaction. These findings will assist Shopee in determining what is effective and what is not. The findings add to the knowledge of e-commerce business platforms. It presents an overview of the public perspective for e-commerce businesses to understand the strengths and weaknesses of their services and react swiftly to customer demands. |
| first_indexed | 2025-11-15T00:55:20Z |
| format | Article |
| id | oai:generic.eprints.org:23157 |
| institution | Universiti Kebangasaan Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T00:55:20Z |
| publishDate | 2023 |
| publisher | Penerbit Universiti Kebangsaan Malaysia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:generic.eprints.org:231572024-03-11T07:22:03Z http://journalarticle.ukm.my/23157/ An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia Nor Hasliza Md. Saad, Zulnaidi Yaacob, Lee, Pei Sin The social media landscape creates opportunities for businesses to gain insights into public opinions about the brand, products and services issues discussed online. This research focuses on analysing public opinion on Twitter (currently rebranding to ‘X’) using Nvivo software. A qualitative technique was used to perform sentiment and content analyses on data gathered on 29 November 2021 concerning one of the top E-commerce business platforms in Malaysia, Shopee. In sentiment analysis, the cases of "Very Negative", "Moderately Negative", "Moderately Positive" and "Very Positive" were to be established. There are 3261 comments; 284 tweets have been coded as very negative, 122 as moderately negative, 412 as moderately positive, and 2443 as very positive. There are seven themes of the topic that emerged within the positive sentiment group: Customer satisfaction, customer service, delivery service, giveaway, promotion, seller satisfaction and socialising. Five themes for the negative sentiment group are identified: apps service, customer satisfaction, customer service, delivery service, and seller satisfaction. These findings will assist Shopee in determining what is effective and what is not. The findings add to the knowledge of e-commerce business platforms. It presents an overview of the public perspective for e-commerce businesses to understand the strengths and weaknesses of their services and react swiftly to customer demands. Penerbit Universiti Kebangsaan Malaysia 2023 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/23157/1/komunikasi_4.pdf Nor Hasliza Md. Saad, and Zulnaidi Yaacob, and Lee, Pei Sin (2023) An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia. Jurnal Komunikasi ; Malaysian Journal of Communication, 39 (4). pp. 63-82. ISSN 0128-1496 https://ejournal.ukm.my/mjc/issue/view/1610 |
| spellingShingle | Nor Hasliza Md. Saad, Zulnaidi Yaacob, Lee, Pei Sin An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia |
| title | An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia |
| title_full | An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia |
| title_fullStr | An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia |
| title_full_unstemmed | An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia |
| title_short | An Exploratory of sentiment analysis on e-commerce business platform: Shopee Malaysia |
| title_sort | exploratory of sentiment analysis on e-commerce business platform: shopee malaysia |
| url | http://journalarticle.ukm.my/23157/ http://journalarticle.ukm.my/23157/ http://journalarticle.ukm.my/23157/1/komunikasi_4.pdf |